ITILV31ServiceStrategy注释版.doc

ITIL Version 3 Service Strategy The ITIL Core consists of five publications. Each provides the guidance necessary for an integrated approach, as required by the ISO/IEC 20000 standard specification: Service Strategy Service Design Service Transition Service Operation Continual Service Improvement. I N D I C E Foreword 9 OGC’s foreword 9 Preface 11 Contact information 12 Acknowledgements 12 Chief Architect and authors 12 ITIL authoring team 12 Mentors 13 Further contributions 13 The ITIL Advisory Group 13 Reviewers 13 1 Introduction 15 1.1 Overview 15 1.2 Context 20 1.2.1 Information technology and services 20 1.2.2 Good practice in the public domain 21 1.2.3 ITIL and good practice in service management 23 Service Strategy 24 Service Design 25 Service Transition 25 Service Operation 26 Continual Service Improvement 26 1.3 Purpose 27 1.4 Expected use 28 1.4.1 Some warnings 28 2 Service management as a practice 31 2.1 What is service management? 31 2.2 What are services? 33 2.2.1 The value proposition 33 2.2.2 Value composition 35 2.3 The business process 37 2.4 Principles of service management 39 2.4.1 Specialization and coordination 39 2.4.2 The agency principle 40 2.4.3 Encapsulation 41 Separation of concerns 41 Modularity 42 Loose coupling 42 2.4.4 Principles of systems 43 Open-loop and closed-loop control processes 43 Feedback and learning 44 2.5 The Service Lifecycle 44 The Lifecycle 45 2.5.1 Lifecycle and systems thinking 46 2.6 Functions and processes across the Lifecycle 48 2.6.1 Functions 48 2.6.2 Processes 48 2.6.3 Specialization and coordination across the lifecycle 49 3 Service strategy principles 51 3.1 Value creation 52 3.1.1 Mind the gap 52 3.1.2 Marketing mindset 54 3.1.3 Framing the value of services 55 3.1.4 Communicating utility 57 In terms of outcomes supported 57 In terms of ownership costs and risks avoided 57 3.1.5 Communicating warranty 58 Availability 59 Capacity 59 Continuity 60 Security 60 3.1.6 Co